Engagement

This 9-day-old VoIP service request had intense day-1 engagement: Tyrone requested SIP numbers from ICT at 14:10, lisaferguson delivered allocated numbers to the customer at 14:15, and updated the invoice at 14:19. Since 2026-10-14, the ticket has sat dormant for ~9 business days with zero human activity despite the requirement still requiring delivery of complete SIP/VoIP registration details and Axia configuration. The status was just changed to 'In Progress' within the last 16 hours but no note or customer communication is visible to explain the status shift or next steps. Tyrone remains assigned but has not re-engaged.

Tyrone should send a public customer update today confirming SIP allocation completion and committing to a delivery date for the SIP/VoIP registration details and Axia configuration setup that the customer needs.

No reassignments or handoffs. lisaferguson appeared to escalate the SIP allocation on day 1 (not a formal handoff), and Tyrone has held the ticket since. No ping-pong pattern, but a stalled internal escalation.